Dynamics 365 Customer ServiceConnect cases, customer history and knowledge in a shared service process. We configure Dynamics 365 Customer Service so your team can manage requests, coordinate follow-up and understand what is still unresolved.
Give representatives a shared record of the issue, the commitment and the work required to resolve it.
Create, classify, assign and resolve cases with the fields and statuses your service team needs.
Direct work to the appropriate team through configured queues, routing rules and assignment.
Create and maintain knowledge articles that help representatives give consistent, reviewed answers.
Configure service targets and support entitlements, including the agreed calendars and escalation rules.
Connect contacts, accounts, activities and previous cases so the team can understand the relationship.
Review case volumes, handling activity and service performance through the available analytics and configured reports.
Customers write wherever suits them. Your agents answer every conversation in one workspace, with the case history beside it.
Live chat on your site, with AI answers and handover to an agent.
Two-way conversations that open and update cases.
Incoming emails become cases in the right queue.
Direct messages answered by the same service team.
Facebook conversations handled next to every other channel.
Reach Viber users through a custom messaging channel.
Choose a useful role for AI, then define the information, access and review needed for that role.
Help representatives understand case context, find knowledge and draft responses. The representative checks accuracy and suitability before sending.
Evaluate configured case creation, updating or resolution scenarios. The documented resolution capability is a preview and needs grounded knowledge, access boundaries and escalation rules.
Use Copilot Studio with Contact Center when customers need conversational digital or voice service and a contextual handover to a person.
Combine the agreed product configuration with the systems and development that make the complete experience work.
Let customers submit a request, upload evidence and see the status of their own cases.
Discuss a Service Portal with Live Case StatusConnect a resolved billing issue to a reviewed refund or payment request, with the financial result recorded against the case.
Discuss Approved Refunds & Payment Follow-UpHelp customers find approved answers and hand unresolved issues to the right team with the conversation attached.
Discuss AI Answers with Contextual EscalationChoose an example to see the work, decision, handover and completion point.
Follow the work through the decision, handover and confirmed result.
The signed-in customer supplies the issue and supporting evidence.
Classify the request and route it to the team with the relevant service target.
Record investigation, customer updates and any internal tasks.
Publish the agreed resolution and retain the service history.
Measures to Agree
Requests submitted with the required information.
Time from received request to the agreed first response.
Time to the confirmed case resolution.
Customers contacting again about the same issue.
Follow the work through the decision, handover and confirmed result.
Check customer identity, transaction references and the reason for the request.
Route the proposed refund or collection to the authorised reviewer.
Use the finance or payment service and confirm the final status.
Record the outcome and communicate the result to the customer.
Measures to Agree
Time waiting for an authorised financial decision.
Time from approval to provider-confirmed refund.
Transactions not reconciled to the expected case.
Resolved billing cases reopened by the customer.
Follow the work through the decision, handover and confirmed result.
The agent identifies the issue within the supported scope.
Provide a grounded answer or request the missing context.
Transfer the conversation and verified customer context to a person.
Record resolution and flag gaps in the knowledge base.
Measures to Agree
Reviewed answers meeting the service criteria.
Escalations reaching the intended service team.
Handovers containing the required request details.
Recurring unanswered topics assigned for improvement.
Use the application that owns each record and make the handover between systems explicit.
Agree the business outcome, prepare the foundation and validate the complete experience before expanding it.
Choose the first process, its owner, completion criteria and baseline measures.
Case ownership, knowledge quality, service calendars, customer access and finance approval boundaries need explicit configuration.
Configure or develop the agreed experience, permissions and system handovers.
Check realistic data, permissions, exceptions and confirmed outcomes. Prepare the team for a controlled launch.
Review source-confirmed results, operational issues and adoption before extending the next use case.
The starting point depends on the process and the systems you already use.
Customer Service centres on cases, knowledge and service commitments. Contact Center manages voice and digital conversations and routing. A service operation can use both, with the appropriate licensing and channel setup.
Start with a specific task and the evidence needed to evaluate it. We check current feature status, environment prerequisites, data quality, permissions and cost. Preview capabilities are assessed separately from the agreed production scope.
The examples describe configured or custom solutions. The feature cards explain the product or delivery foundation; each use case and process identifies the connections, development and related services it needs.
Case ownership, knowledge quality, service calendars, customer access and finance approval boundaries need explicit configuration. We also agree ownership, acceptance criteria, operating responsibility and the first measurable outcome.
Explore the applications, data platforms, and development capabilities that can support your requirements.
Browse practical use cases for payments, subscriptions, portals, approvals, customer communications, and connected operations.
Tell us where customers or teams lose time, context or a clear next action. We’ll help identify a practical starting point for Dynamics 365 Customer Service.
